Frequently Asked Questions

What is Customer Driven Leadership?

Customer-driven leadership is a leadership style that focuses on understanding and meeting the needs of customers. This approach involves listening to and gathering feedback from customers, and using this information to guide the decision-making process and drive continuous improvement. Customer-driven leaders prioritize customer satisfaction and are willing to make changes to products, services, and processes to meet the evolving needs of their customers. This approach can help businesses build strong relationships with customers, increase customer loyalty, and drive business success.

Who does it work for best?

Customer-driven leadership can be effective for businesses and organizations in any industry that rely on customer satisfaction to drive success. This approach is especially relevant for organizations that have a direct relationship with their customers, such as retailers, service providers, and manufacturers. By prioritizing the needs and preferences of their customers, these organizations can differentiate themselves from competitors and build strong, long-lasting relationships with their customers.That being said, customer-driven leadership is not limited to businesses. This approach can also be effective for non-profit organizations, government agencies, and other types of organizations that rely on customer satisfaction to achieve their goals. Regardless of the type of organization, customer-driven leadership can be a powerful tool for driving success and building strong relationships with customers.

How does it work?

There are several key components to Customer Driven Leadership:

Gathering customer feedback: Customer-Driven Leaders actively seek out and gather feedback from customers, through methods such as surveys, focus groups, and one-on-one conversations. This helps them understand the needs and preferences of their customers, and identify areas for improvement.

Prioritizing customer needs: Customer-Driven Leaders prioritize the needs of their customers and use this information to guide their decision-making process. They may make changes to products, services, or processes in order to better meet the needs of their customers.

Fostering a customer-centric culture: Customer-Driven Leaders encourage a culture within their organization that puts the needs of customers at the center. This may involve training employees on customer service and empowering them to make decisions that prioritize customer satisfaction.

Communicating with customers: Customer-Driven Leaders make an effort to communicate regularly with customers, both to gather feedback and to keep them informed about new products, services, and developments. This helps build trust and strengthen the relationship between the organization and its customers.

Continuously improving: Customer-Driven Leaders are constantly looking for ways to improve their products, services, and processes, based on feedback from customers. They are open to change and willing to make adjustments in order to meet the evolving needs of their customers.

Key Terms & Concepts

CDL Freedom Formula

Dr. Ted Anders’ 3-part formula includes customer driven performance assessment, incentives, and high-performance teamwork.

Community Careabouts

Focus areas for monthly peer assessment and data collection based on the virtues of caring for team members and adding value to the team. (How well does one contribute to the overall success of the team?)

Customer Careabouts

Focus areas for monthly data collection based on the needs of internal and external customers. (What do your customers actually need, want, and care about?)

Customer Driven Performance Assessment

The process of monthly data collection based on Customer Careabouts.

Geometrics

Factors which influence the success of CDL, including the CDL Freedom Formula, Playing Fields, and personal/team power.

High-Performing Teams (HPTs)

HPTs have a clear understanding of their purpose and what constitutes success for them and the organization as a whole. They understand and work together to leverage their individual strengths and giftedness to accomplish what needs to be done and they adapt quickly when something unexpected happens to mitigate risk and maximize outcomes. They leverage excellent communications and know how to close gaps in their functions when a member is not available.

Key Performance Indicators (KPIs)

Economic “health” factors which are usually tracked by accounting departments. (return on investment, return on assets, gross profit margin, productivity etc.)

Playing Fields

The basic limitations and boundaries which affect each team’s autonomy, power, and responsibility. (organizational plans, values, process constraints, budget, legalities, etc.)

Servant Leadership

Leaders lifting up everyone by doing the most good they can for others—so all can achieve their greatest, most satisfying, profitable performance.

Value Chain

The backbone of the organization which determines the chain of action and decision making. Usually has a particular order and each component must link efficiently and effectively to add value to the final output (product or service).